Customer Success Manager Commercial · Derby · Fully Remote
3 weeks ago
Job Purpose:
As a Customer Success Manager, your primary objective is to ensure the success and satisfaction of our valued customers. You will be responsible for building strong relationships with clients, understanding their needs, and guiding them towards achieving their desired outcomes through our products or services. Your role is pivotal in driving customer retention, loyalty, and advocacy, ultimately contributing to the growth and success of our organisation. Due the markets and clients this role will support, we are looking for a fluent Spanish speaker.
Key Responsibilities:
- Develop and nurture strong relationships with clients, acting as their primary point of contact and trusted advisor, supplementing the existing account manager.
- Understand customers' business objectives, challenges, and requirements to provide tailored solutions and ensure their success.
- Onboard new customers effectively, ensuring they have a smooth and positive experience with our products or services.
- Proactively engage with customers to provide ongoing support, training, and guidance, ensuring they derive maximum value from our offerings.
- Monitor customer usage and satisfaction metrics, identifying opportunities for improvement and proactive intervention.
- Collaborate cross-functionally with sales, product development, and support teams to advocate for customers' needs and drive product enhancements.
- Act as a voice of the customer within the organisation, providing feedback and insights to help shape our strategy and roadmap.
- Anticipate and address customer concerns or issues in a timely and effective manner, striving to exceed expectations and maintain high levels of satisfaction.
- Drive customer retention and expansion efforts through proactive outreach, renewal negotiations, and upsell opportunities.
- Champion a customer-centric culture within the organisation, emphasising the importance of customer success and satisfaction in all activities.
Qualifications:
- Fluent in Spanish and English both verbal and written.
- Bachelor's degree in business administration, marketing, or a related field (preferred).
- Proven experience in a customer-facing role, such as customer success, account management, or sales.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with diverse stakeholders.
- Excellent problem-solving and negotiation abilities, with a customer-first mindset.
- Analytical mindset, with the ability to interpret data and derive actionable insights.
- Self-motivated and proactive approach, with the ability to thrive in a fast-paced environment.
- Knowledge of CRM software and customer success tools is a plus.
- Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.
Inclusivity statement
At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don't meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.
For over a decade Orderly have provided business-critical supply chain technology to a range of enterprises.
Orderly’s solutions influence responsibility in enterprise supply chains - generating long-term sustainability and economic value.
We are more than just a food and beverage technology company. We are a powerful advocate for social and environmental responsibility.
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